BCC and forwarding not working

[BPetrik]

We want to start with HubSpot with tracing the new leads arriving to our contact forms on our webpages and sales@xxx.com email address. Before getting deeper into any further integration, we would like to use the forward and BCC address to handle new enquiries. 

(https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address#emai...)

We have started a test with my three colleagues, but this feature works only for me. I'm the Super Admin, the rest of the team has access to 

• Contacts
• Marketing
• Reports
• Sales

The emails forwarded or BCC-d by my colleagues do not appear in our HubSpot. I assume that something must be done with my colleague’s settings, but I could not figure out what should be done.

[karstenkoehler]

Hi @BPetrik,

Could you confirm that all users meet these requirements? https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address#requ...

Best regards

[BPetrik]

Hi,
Yes, my colleagues use the same type of email address as me.

[karstenkoehler]

Hi @BPetrik,

Using the same type of email is not equivalent to meeting the requirements. Can you confirm that all of the points below are met?

Your email must meet the following criteria in order to be logged in the CRM:

• The user sending the email must have personal email access.
• The email address from which you are sending the email must be one of the following:
  • A user in your account.
  • One of your connected personal emails.
  • An alias in your email client (either an alias that has been configured in your connected Gmail inbox, or an alias added to your Profile & Preferences).
• The email address of the recipient is not listed in your Never Log list.
• If you've turned on GDPR privacy settings in your HubSpot account, you must have legal basis to communicate with the email's recipients.

[BPetrik]

Hi,
OK, then more specifically:
The user sending the email must have personal email access. Yes.
The email address from which you are sending the email must be one of the following: A user in your account. Yes.
The email address of the recipient is not listed in your Never Log list. Yes.
GDPR privacy settings are not turned on.

[karstenkoehler]

Hi @BPetrik,

You missed this requirement: One of your connected personal emails.

Have these users connected their personal email address?

[BPetrik]

Hi,
My email is not connected either and BCC and forwarding work fine for me.
This document https://knowledge.hubspot.com/settings/log-email-in-your-crm-with-the-bcc-or-forwarding-address#emai...
requires that the email address from which you are sending the email must be one of the following:
A user in your account.
One of your connected personal emails.
So, my understanding is that a user account with a personal email should work ( and it works for me)

[karstenkoehler]

Hi @BPetrik,

Thanks for confirming - so just to be sure, all users who are trying to log emails with the BCC address are users in your portal and use the same email address for logging into HubSpot and for sending emails with the BCC address?

[BPetrik]

Hi,

No, sorry if were not clear. My colleagues have their own company email addresses, and they are separate HubSpot users. They are registered in HubSpot with their email addresses.

[karstenkoehler]

Hi @BPetrik,

Then you have your reason why it's not working right there. They must be sending the emails to the BCC or forwarding address from the same email address that they use to log into HubSpot.

If that was not the case, simply by knowing your portal ID, I could deduce what your BCC and forwarding address are and remotely spam your portal with fake contacts and emails. It's a measure by HubSpot to ensure that this doesn't happen.

[BPetrik]

Hi,

Sorry again, it seems that I have misunderstood your question. They are using their company email address to log into HubSpot and use the same addresses for sending the emails with the BCC and forward addresses.

In the meantime I have tested the BCC function. An email  was sent by me to a customer and to two of my colleagues having a Hubspot account. After sending the email they appeared as a new  record in the Contact table. It seems that Hubspot did not recognized them as a HubSpot user.  

[karstenkoehler · Accepted solution]

Hi @BPetrik,

It sounds like you're meeting all requirements then - this is as much troubleshooting I can do from a distance. You would have to reach out to HubSpot support.

Regarding the contact records created for your colleagues: HubSpot users and contacts are not related, HubSpot does not treat email addresses differently just because there's a HubSpot user with the same email address. In that sense, what you're experiencing is expected behavior.

You could consider adding your own company domain to the never log list mentioned in an earlier reply of mine.

Best regards!

[BPetrik]

Hi,
Thank you for the help and your suggestion to put our company domain on the never log list.